A Wonderful World - Zain

OurStakeholders CustomersHow We Approach SustainabilityMapping out Zain Saudi Arabia’s stakeholders andtheir expectations has informed our approach tosustainability and development of a longer-termsustainability strategy.Stakeholders How we engage Stakeholders’ expectations• Call centre operators• 24/7 interactive Voice Response (IVR)• In-person shop assistants available during opening hours• Alternative communication channels including the website, social media,email, fax and SMS• Our online customer self service portal available 24/7 to all customersEmployees • ASK HR function and employee call center available during office hours• Employee self service section and intranet available 24/7• E-mail• SMS• Post and Fax• Affordable prices and tariffs that also demonstrate Zain values• Nationwide coverage• Availability and high quality of network service• Continued development and innovation in services including high speed internet• Ease and clarity of billing• Information security and data protection• Fast and efficient complaint resolution and high quality customer care• Stable and secure employment• Living the Zain values• Competitive remuneration package• Ongoing training and development• Clear career progression• Dynamic, safe and inclusive working environmentBusiness Partners • Contracts and agreements• HR Business Partners (HR BP) program• Quarterly engagement surveysCommunity • Daily direct marketing• Zain Saudi Arabia website: www.sa.zain.com• Ongoing community investment programs (including Mashroee Zainand Shabab Tahmouh)• Sponsorship of sports and eventsThe Environment • Building and maintaining the network• Energy, material, and resource consumptionInvestors • Quarterly investor reports• Annual Financial Reports• Ongoing investor meetings and road shows• Long-term, secure and financially rewarding contracts and relationships• Prompt payment upon delivery• Digital inclusion, additional choice and innovation in the mobile marketplace• Increased competitiveness of the telecommunications sector• Integrity, trustworthiness and a growing economic contribution• The health and safety of mobile technology, especially electromagnetic fields• Little or no noise and visual pollution from mobile masts and base stations• Investment in the local community• Ongoing reductions of GHG emissions• Minimum use of finite resources• Protection of ecological systems• Strong economic performance and return on investment• Strong corporate governance and compliance with all rules and regulations• Ongoing demonstration of business and management excellenceGovernment andRegulatory Bodies• Mandatory quarterly reporting• Ongoing sector meetings• Daily interaction with CITC and other government /regulatory representatives• Ongoing sector development and innovation, advancing services to society• An open, fair and competitive telecommunications sector• Compliance with national laws6 | Zain Saudi Arabia 7 | Sustainability Report 2010